IT Support Specialist

$60,000 - $77,000/Yr

Outreach - Seattle, WA

Full-time - Entry Level

Remote - Seattle, WA

Social Assistance

About the position

The IT Support Specialist role at Outreach is designed for a motivated individual who is passionate about providing excellent customer service and support in a fast-paced technology environment. This position is part of a growing IT Support team that values collaboration and a proactive approach to problem-solving. The specialist will be responsible for resolving IT support issues, managing service desk tickets, and ensuring a smooth operational flow within the IT service desk.

Responsibilities

• Respond to service desk tickets and provide solutions for reported customer problems
• Triage and resolve all Tier 1 & 2 support requests and escalate higher-level requests appropriately
• Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation if required
• Monitor internal ticketing system notifications for proactive response and communication
• Assist with service desk projects, complete tasks and ensure they are completed on time and to specifications
• Troubleshooting and support for all end user issues: mobile, desktop, audio/video, peripherals, etc
• Prepare desks for new employees and assist as needed with equipment moves
• Create how-to guides and maintain documentation
• Re-purpose and refurbish equipment for future employee use

Requirements

• 1-3 years Service Desk Experience, with strong experience in ticket workflow and queue management
• Excellent customer service skills
• A solid background in troubleshooting & managing macOS and Windows
• Experience with G-Suite, Zoom, Slack, Office 365
• Ability to prioritize and address multiple tasks in a dynamic work environment
• Excellent written and verbal communication skills
• Ability to participate in a schedule that may include after hours and weekend support

Nice-to-haves

• Experience using Intune, Meraki, JAMF, Jira and Trello
• Experience with inventory asset management & logistics
• Ability to travel to remote locations to provide support if necessary

Benefits

• Incentive compensation
• Bonus
• Restricted stock units
• Benefits